RussiaRetail and e-commerce2020 – ongoingX5 Retail Group
Voice bots for loyalty programme and call centre calls
X5 Retail Group says its voice bots resolve up to 50% of daily loyalty requests in Pyaterochka
Problem
X5 Retail Group runs call centres and a loyalty programme for its Pyaterochka stores and other chains. Operators handled large volumes of routine loyalty calls.
Approach
X5 built voice bots for calls linked to the loyalty programme and call centres. The bot has more than 300 phrases, and X5 says new conversation scripts can be created within a day.
Results
Takeaway
X5 reports that routine loyalty requests were the first calls handed to bots. All figures are company claims relayed in 2020 press coverage.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The article relays X5 Retail Group's own statements about its voice bots. X5 says the bots resolve up to 50% of daily loyalty requests in Pyaterochka and convert more than 60% to the target action. It says upkeep costs five to seven times less than an operator.
Full details are in the original sources.
